Returns & Freshness Guarantee Policy
Our commitment to authentic quality, pristine aroma, and consumer protection under Indonesian food safety standards.
1. The ZenBotanica Freshness Guarantee
Every tin of our ceremonial matcha is factory vacuum-sealed with food-grade nitrogen at the farm mill in Japan. If an unopened tin arrives with a damaged vacuum seal or punctured pull-tab, we will immediately replace it with an identical harvest batch at zero cost.
2. Consumable Tea Return Guidelines
In compliance with Indonesian National Agency of Drug and Food Control (BPOM) hygiene and food safety regulations, consumable botanical products (matcha powder, loose tea leaf pouches) cannot be returned once the protective aluminum pull-ring or outer seal has been broken, unless a verifiable manufacturing anomaly is documented upon first opening.
3. Teaware & Ceramic Breakage in Transit
Handmade ceramics (chawan) and natural bamboo whisks (chasen) are inspected and securely cushioned before handover to couriers. In the rare event of transit damage:
- Record an unboxing video upon opening the sealed parcel.
- Notify our Jakarta concierge team via WhatsApp (+62 812-4433-8822) or email ([email protected]) within 48 hours of courier delivery confirmation.
- We will dispatch an immediate replacement or issue a 100% store credit or bank refund according to your preference.
4. Refund Disbursement Methods
Approved refunds will be processed via the original payment method:
- QRIS & Virtual Account: Credited back to customer’s bank account within 1 to 3 banking business days.
- Credit Card: Processed within 5 to 10 banking days depending on the card issuer's billing cycle.
5. Assistance & Concierge Inquiries
For any return queries or advice on tea storage, please reach our customer care desk at:
PT Zen Botanica Nusantara
Jl. Senopati No. 72, Selong, Kebayoran Baru, Jakarta Selatan 12110
Email: [email protected] | WhatsApp: +62 812-4433-8822